GENERAL SUMMARY:

The direction of the Systems and Compliance (SOC) office, The IT Support Specialist will have a real desire to help people, with a positive approach to problem-solving utilizing a process-oriented approach focused on providing quality support and creating customer satisfaction. This role will be responsible for providing support, guidance and expertise in various Information Technology functions. Specialty areas include IT Policy Planning, Information Security, Customer Support, Network Services, Enterprise Architecture, Systems Analyst, Applications Software, Operating Systems, Data Management and Classification, Internet and Systems Administration. Work performed by the IT specialist varies and is dependent on the job site and departmental requirements associated with each. This position is contingent on the passing of a criminal justice background check through the Florida Department of Law Enforcement.

DUTIES AND RESPONSIBILITIES: 

• Demonstrates intermediate-level proficiency in the departmental section disciplines: Cybersecurity Principles, Remote Access Processes, tools and capabilities related to customer support. Project Management, Quality Assurance, Incident Management, Document Management, Assets Management, and Production Application Services.
• Demonstrates intermediate-level job knowledge, quality, dependability, judgment, communications and initiative, with demonstrated intermediate-level proficiency in meeting design specifications of computer systems, programs and operating systems, with the following core competencies: Analysis, Design, Business Process Improvement, Data Classification, , Planning, Implementation, Test Script Development, Monitoring/Controls, Troubleshooting/Problem Solving, Documentation, and Service Motivation; 

Education and Experience:

Five (5) years of technical and professional experience in information technology in the assigned subject matter tasks that includes customer service experience or training; or an Associate’s degree in information technology, computer science, computer technology, or related field and three (3) years of experience as described above; or a Bachelor’s degree and one (1) year of experience as described above; or an equivalent combination of education, training, and/or experience.

Licenses and/or Certificates:

• Florida Driver’s License or Florida Commercial Driver’s License and endorsement, if any.Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.
• Candidate to demonstrate competence and/or possess certifications in one or more specific IT functions.
• Other knowledge, skills, abilities, and credentials required for a specific position.

Knowledge, Skills, and Abilities:

·         Experience troubleshooting desktop hardware and software issues in an Enterprise

environment.

·         Experience in technical services and support position.

·         Experience with supporting Office 365 and MS Office Suite applications (Outlook, Word, Excel)

·         Familiarity of Active Directory Concepts for user account management

·         Familiarity with IT ticketing systems, asset management, and SaaS administration

·         Experience balancing multiple priorities in a fast-moving environment.

·         Excellent interpersonal, verbal, and written communication skills.

·         Ability to take direction and accept supervision.

·         Strong knowledge of IT security, access control, and best practices.

·         Skill in managing personal daily activities and minor projects for self;

·         Skill in the application of theory in resolving minor problems;

·         Skill in applying new technologies, soft skills, and procedures;

·         Ability to prepare and deliver effective section-level presentations at various levels;

·         Ability to use diplomacy in dealing with difficult customers and delivery of services;

·         Ability to communicate effectively, both verbally and in writing, with peers and others;

·         Ability to communicate with tact, patience, and courtesy at all levels of the organization;

·         Ability to assist lower level personnel with training of new technologies;

·         Ability to establish and maintain effective work relationships, both inside and outside of the work section;

·         Ability to self-develop relevant job-related skill(s) for current role;

·         Ability to obtain a Security Clearance from the Florida Department of Law Enforcement.

DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of employees assigned to this job.